Customer Service Manager

An excellent opportunity for an experienced Customer Service Manager to join a well-established company.

Job Type: Full-Time, Permanent.

Salary: £32,000 - £35,000 Per Annum, Depending on Experience.

Location: Bridgwater, Somerset TA6.

About The Role:

The Customer Service Manager (CSM) is responsible for overseeing and improving customer service operations, ensuring that the team delivers exceptional service to clients, and resolving escalated customer inquiries. The CSM will manage a team of customer service representatives, analyse service metrics, and implement strategies to enhance overall customer satisfaction.

Key Duties:

1. Leadership & Team Management:
   • Lead, mentor, and manage the customer service team, providing guidance and support.
   • Set performance goals, conduct regular performance evaluations, and manage staffing needs.
   • Develop training programs to ensure that the team is knowledgeable and effective in their roles.
2. Customer Support Operations:
   • Ensure timely and effective resolution of customer inquiries and complaints via various channels (email, phone, chat, social media).
   • Develop and enforce customer service policies and standards to maintain service consistency.
   • Handle escalated customer issues and resolve complex inquiries or complaints.
3. Performance Metrics & Analysis:
   • Track key customer service metrics such as response time, customer satisfaction, first-call resolution, and case handling times.
   • Analyse customer feedback and identify areas for improvement to enhance the customer experience.
   • Prepare reports and present insights to upper management, offering recommendations for operational improvements.
4. Continuous Improvement:
   • Implement tools and systems to streamline the customer service process, such as CRM software or ticketing systems.
   • Stay updated with industry trends and best practices to continually improve customer service strategies.
   • Collaborate with other departments (e.g., sales, product development) to ensure alignment and customer-centric initiatives.
5. Customer Relationship Management:
   • Build strong, long-lasting relationships with key customers and clients, addressing their needs and concerns proactively.
   • Act as a point of contact for high-level customer interactions and inquiries.
   • Gather customer feedback to influence product or service enhancements.

Candidate Requirements:

• Education: Business Administration, Communications, or a related field preferred. In the absence of formal qualifications, relevant previous experience will be considered.
• Experience: Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Skills:
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal skills.
  • Ability to handle difficult or escalated customer situations calmly and professionally.
  • Proficient in customer service software (e.g., CRM systems) and Microsoft Office Suite.
  • Analytical skills to interpret service metrics and customer feedback.
  • Strong problem-solving skills and a customer-first mindset.

Company Benefits:

• Company Pension contributions.
• 31 days holiday entitlement (Including Bank Holidays).
• Extra holiday entitlement (following 2 years of service).
• Work Uniform.

If you feel that you have the relative skills/attributes to fulfil this role then please apply now for immediate consideration.

The company is an Equal Opportunity Employer that does not discriminate based on race, religion, sexual orientation, age or disability. The employer welcomes applications from all candidates who match their requirements and their decision for employment will be based purely on your skills/qualifications.